NBN Still Dropping Out?
The Brisbane Home Fix Guide for 2026

There are few things more frustrating than an internet connection that cuts out mid-video-call, mid-stream, or right when you're trying to submit something important. NBN dropout is one of the most common tech complaints we receive from Brisbane households — and the good news is that the majority of cases can be fixed without calling your ISP and waiting on hold for 45 minutes.

This guide covers the most common causes of NBN dropout in Brisbane homes, a step-by-step fix you can run yourself, and a clear-eyed comparison of whether 5G home internet or an FTTP upgrade might be a better long-term solution for your address.

Why NBN Drops Out: The Real Causes

Most NBN dropout has one of six causes. Knowing which one applies to your situation saves hours of guesswork:

Run Your Own 5-Minute Diagnostic

Before calling your ISP or a tech, run through this quick diagnostic to narrow down the cause:

• Does it drop at the same time each day? Evening dropout (6–10pm) = ISP congestion. Random dropout throughout the day = router, cables, or FTTN line fault.
• Do all devices lose connection simultaneously? Yes = the problem is the router or the NBN connection itself. No = one device has a WiFi issue.
• Does the router's internet light turn red or amber during dropout? Red/amber = NBN line problem (call your ISP). Green stays on but devices lose WiFi = router WiFi fault.
• How old is your router? Over 3 years = consider replacing it. Router hardware is often the silent culprit in persistent dropout cases.
• Is the router in an enclosed space or hot area? Move it to an open, ventilated location at least 30cm from other electronics. Brisbane heat kills routers.

Step-by-Step Fix Guide

Work through these in order. Most dropout cases are resolved by step 3 or 4.

1. Power cycle everything — properly

   Turn off your router AND your NBN connection device (NTD/NCD box — usually the black box from NBN Co, separate to your router). Wait 60 seconds, then power the NBN device back on first. Wait 2 minutes until its lights stabilise, then power on the router. Don't just restart your router — you need to restart both.

2. Check and reseat all cables

   Unplug and firmly re-plug every cable: the Ethernet cable from the NBN box to your router, and the cable from the wall socket to the NBN box. Look for any visible fraying, kinks, or cable damage. Replace any Cat5e or older Ethernet cables with Cat6.

3. Move or ventilate your router

   Place it in an open area, not inside a TV cabinet, under a desk, or near your TV. Heat causes automatic resets that look identical to NBN dropout. Ensure at least 15–20cm of clear space around it.

4. Update router firmware

   Log in to your router's admin panel (usually 192.168.1.1 or 192.168.0.1 in your browser). Check for and install firmware updates. Many routers also have an "auto-update" setting that can be enabled. Outdated firmware is a common cause of intermittent drops.

5. Change your WiFi channel and band

   If you're in a dense Brisbane suburb (apartment building, townhouse, terrace), channel interference from neighbours' routers is common. In your router admin panel, switch to the 5GHz band for devices close to the router, and try a different 2.4GHz channel (1, 6, or 11 are best). Alternatively, set the channel to "auto".

6. Change your DNS servers

   Your ISP's default DNS servers can be slow or unreliable. Switch to Google (8.8.8.8 / 8.8.4.4) or Cloudflare (1.1.1.1 / 1.0.0.1) in your router's WAN settings. This often fixes "connected but no internet" scenarios and slow browsing.

7. Run the nbn co. speed test and log your results

   Go to nbnco.com.au and run their speed test at various times — morning, afternoon, and evening. If your speed is consistently below 50% of your plan speed, you have grounds to escalate to your ISP or request a technician visit at no cost to you.

8. Call your ISP — with evidence

   If none of the above fixes the issue, call your ISP with your speed test results and a log of dropout times. If your connection type is FTTN and you're on a copper-heavy street, they may need to dispatch a field technician. This is free under the NBN Service Guarantee if speeds are consistently below your plan.

5G vs NBN vs FTTP in Brisbane — Which Is Actually Better?

With 5G home internet now available across most of greater Brisbane, it's worth understanding when switching makes sense and when it doesn't.

When 5G Home Internet Makes Sense in Brisbane

5G home internet is worth considering if you're on FTTN with persistent dropout and you live in a suburb with strong 5G outdoor coverage (check Telstra/Optus 5G maps). In Brisbane's inner suburbs and many middle-ring suburbs, 5G signal strength is sufficient for 100–300Mbps reliably.

The FTTP Upgrade Option

If your address is currently FTTN or HFC, you may be eligible for an FTTP upgrade — sometimes at no upfront cost, depending on your ISP and plan choice. Check eligibility at nbnco.com.au/upgrade. Many Brisbane homes that upgraded from FTTN to FTTP saw dropout issues disappear entirely. It's worth checking before buying a 5G router or switching providers.

When to Call a Tech (Instead of the ISP)

Call a local tech — rather than your ISP — when:

• You've been through the troubleshooting steps above and the issue persists
• You want a full home WiFi audit — dead spots, weak signal, interference mapping
• You want to set up a mesh WiFi system to replace a struggling single router
• You're setting up a home office or multiple wired connections
• Your ISP says "there's no fault on the line" but you're still experiencing issues

A good local tech will do what your ISP won't: physically test signal throughout your home, check cable quality, audit router settings, and give you a recommendation based on your actual usage — not whatever plan they're trying to upsell you on.